Senior Application Support Analyst

Pinpoint Resourcing; London; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading business services company in the education sector is seeking a Senior Support Analyst to provide bespoke support for schools' ICT and management services. The role involves managing incidents, liaising with customers, and customizing software to meet educational needs. The successful candidate will have extensive knowledge of Bromcom and experience in 2nd line support, ensuring effective IT service management across educational institutions.

Qualifications

• Extensive knowledge of Bromcom required.
• Experience providing 2nd line support.

Responsibilities

• Manage incidents, requests, problems, and changes in line with ITIL processes.
• Liaise with customers and suppliers for remote assistance and site visits.
• Maintain accurate records related to incidents and requests.

Skills

Bromcom

2nd line support

Understanding of education

Tools

SIMS

NOVA

Job description

About the role

This is a unique opportunity to join a business services company within the education sector as a Senior Support Analyst. You will provide flexible and bespoke support for schools' Education ICT, HR, Governor Services, and School Management.

Duties and Responsibilities

1. Manage incidents, requests, problems, and changes in line with ITIL processes and local procedures.
2. Liaise with customers and suppliers to provide remote assistance and complete site visits when required to resolve incidents and fulfill requests.
3. Update records throughout all stages of processes, ensuring customers can view the latest information and keeping the Service Desk informed via various communication mediums.
4. Escalate calls to internal teams, managers, external partners, and suppliers as necessary.
5. Maintain accurate records related to incidents, requests, assets, licenses, and other aspects of IT service management.
6. Evaluate and advise on MIS and finance-related hardware and software for schools and academies.
7. Customize software to meet the needs of schools, academies, local authorities, DfE, and others.
8. Take lead responsibility for school/academy finance software, specific SIMS modules, or other MIS-related software support as required.
9. Maintain appropriate security for applications, databases, interfaces, and data, including user access controls and physical security.
10. Maintain documentation such as support processes and end-user manuals, ensuring accuracy and relevance.
11. Participate actively in meetings with colleagues, customers, and suppliers, providing application expertise.
12. Restore data in case of hardware failure or equipment loss.
13. Act as the primary contact for third-party contractors, monitoring their performance against contract standards.

Requirements

• Extensive knowledge of Bromcom
• Exposure to SIMS and NOVA
• Experience providing 2nd line support
• Understanding of education, specifically secondary level

Salary & Other Information

• £45,000 - £50,000
• Hybrid working arrangement

If you are interested in hearing more, please apply today!

Due to the high volume of applications, we may only contact shortlisted candidates. Your application may also be retained for future vacancies unless you specify otherwise. Please contact us directly if you do not wish to be contacted for future roles.

Pinpoint Resourcing Ltd is an employment agency and employment business.